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      Evolution of Unstructured Data in Contact Centers Having spent more than 15 years in contact centers that been the focal point of customer interactions of all kind – signing up for a credit card, subscribing for an energy connection to getting your computer issues solved through phone or an online channel to requesting for cancellation from different subscription businesses – one thing I see common amongst the half a dozen organizations that I have worked for. All of them handle in excess of 10 million transactions per month and there is a huge opportunity to understand customer behavior during different stages of the product lifecycle. All these organizations handle structured data around these interactions extremely well. There are many meaningful reports that are churned out of this data from different systems –Switch, Ticketing System, Surveys, Order Management...

If the "MAKE IN INDIA" slogan of Modi needs to be applied, we need to ensure we have some strong Indian companies that start to compete with the likes of those big organizations that capture mind and market share. One such opportunity is for India Posts, a Govt operated postal system in India India is on the verge of a etail boom - the Flipkarts, Amazon, eBay and Snapdeal have grabbed a high mindshare and market share [expected to be  a $13 bn market as per Reuters and Online retail sales are expected to surge to $76 billion by 2021, according to consultants Forrester ] in the Indian Market this festive season. There is not a single day that I do not see a truck come into my apartment with goods ordered from any of these providers. Add to them, providers like Jabong, Yep-me, 100best-buy, and the etail market has instantly hit the physical stores and have moved the customers to shop from the comfort of their home or office. More importantly they have been a catalyst for ...

After spending a good amount of my 15 years in Presales, Solutioning and Transformation functions trying to bring disruptive technologies to see the light of its day, I can vouch most of these projects/technologies turn a success/failure based on human acceptance of these rather than the technology features or the lack of it. I came through a blog title " What is the Problem? - I don't know, but the solution is Big Data". The Author of this blog attempted to bring to fore the perception of relying on Big Data technologies like MongoDB instead of traditional RDBMS schema for almost every problem even when that was not the right solution. My experience is a  little  different; there are times most of them know the problem and the solution but isn't properly implemented. Now what drives proper implementation.. This drives a new metric for such technologies [typically SAAS organizations] - ADOPTION. This is nothing but ensuring customers/users actually start usin...

October 7 - This was today's headlines in TOI. A master story teller, I love Steve's love for life. His philosophy of living life to the fullest is something I wish I take to my life. Steve's story telling capabilities were almost second to none. His death probably should make us all take a minute and look at the last years of his life - fighting with pancreatic cancer, he was still releasing ipods, iphones and ipads. Whenever health permitted, he was out, trying to transform every activity that we did - APPLE, NEXT, PIXAR and back to APPLE again. APPLE is the world's most valuable brand today after surpassing Google in May 2011. Jobs has Jobs for sure has led the way for technology brands like Google, Facebook and many others in the Valley to start transforming our daily activities. It is interesting that a recent Forrester report suggests that youngsters in the US today consider being hooked to the internet more important than a car or dating or the other activities ...

Harsha Bhogle wrote in Cricinfo on October 7 " Twenty20 is cricket too " In his words "I enjoyed the World Cup, loved seeing the intensity with which England played Test cricket, and for many reasons have enjoyed watching the Champions League T20. Unlike in a good marriage, you don't have to love only one" After a series of flops - Indian team in England, CSK in the Champions Trophy..here was my last hope - my adopted city "Bangalore" and my alternate favorite "RCB" making it to the semi-finals. After the 1st session, I guessed this was a continuation of the last 45-60 days where my favorite loses. Callum Fergusson and a name I have not head before, Daniel Harris, had a great time in the middle scoring close to 11 runs/over. Not sure how many times have we seen a side lose after scoring 200+ runs in 20 overs. RCB was very ordinary in the field - Mayank dropped a sitter, there were some misfields and Arvind [can't believe he has got into ...

Woke up with a strong urge to contribute something back to the society, to add to this the priest's sermon on Mission Sunday - leads me to think of the issues, the nation is facing..If you were to ctrl+alt+del now and help creating a better world - what would you do? This led me to look at state building - what does the present state/nation contribute to the upliftment of the individual who lives here and vice versa. What are the roles/responsibilities of every individual in the nation?All these lead me to think on these issues. While problems are aplenty, I decided to narrow my thoughts to make some meaningful planning. 1) economic : 70-80% of our people live in poverty 2) social : we face problems of anti social elements name them terrorists, naxalites, goondas As I kept day dreaming on how I would solve these problems, my focus went on how the haves can address the situation but prefer to either remain silent or aggravate the situation. Imagine splitting states into units of 50...

India is expected to be #4 economy by 2050. Not sure if I/We will be there to witness this but I agree with the reasoning. India should be the most populous country and population brings an advantage - guess how... 1) All products for all groups will be sold in India (from luxury to poverty line) 2)India will have more people to deliver services and if we develop core competencies, we can create economies of scale in manufacturing industry as well - not sure if we will do well in the agro sector. Manufacturing and Services can pedal India right to the top of the world